As the world obsesses about a future filled with autonomous cars and robot workers, the simple chatbot has become today’s reality on the front lines of customer service. Companies are deploying platoons of talking AIs, integrating chatbots into every facet of communication between users and company.
The current generation of chatbots emerged from two traditions. One path began in the elaborate ecology of tools built to support humans manning call centers. The developers recognized that some clever AIs could support these systems, intercepting initial requests and sometimes solving the simplest ones. They added intelligence to a system that was already built for chatting with customers.
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